2. Principles of Food, Beverage, and Labor Cost Controls, Ninth Edition

3. 1. Customers 2. Employees 3. External agencies/organizations/groups 4. Managers

4.  Government agencies  Chain organizations  Food critics  Rating organizations

5. 1. Meet with appropriate staff to point out the problem and to determine its cause. 2. Identify all appropriate corrective measures that might be adopted. 3. Select the best corrective measure from among the alternatives. 4. Institute the selected measure. 5. Monitor performance to be sure that the corrective measure has the desired effect.

6.  Inadequate performance  Unsuitable standards  Inappropriate organization

7.  Improper materials provided to workers  Lack of required equipment or tools  Need for additional training  Inadequate management or supervision  Poor union/management relations  Personal problems away from the job  Difficulties with inter- personal relations on the job  Inadequate compensation  Illness  Poor working conditions  Improper work schedules © John Wiley & Sons, Inc. 2009